Call centres play a crucial role in the customer experience journey. One of the primary challenges of making sure the customer experience is smooth is getting the customer to the right person. Technology has evolved dramatically with a breadth of options from the push button IVR system to more sophisticated interactive voice response systems. This […]
It’s no secret, Artificial intelligence (AI) is transforming the customer service sector in unprecedented ways, opening new possibilities for organisations to leverage the power AI driven solutions to reduce operational costs, while driving business performance. According to Gartner– the definition of AI is where advanced analysis and logic-based techniques, including machine learning (ML) is used […]
